Customer Service Sql Developer

Anna El-Shada

**** * *** ****** · Escondido, CA *2025 · 760-***-**** · ********@*****.***

PROFESSIONAL SUMMARY

Detail-oriented and resourceful professional with extensive experience in workforce management, customer service, and data analysis. Bilingual in English and Spanish with a proven ability to lead teams, solve complex problems, and optimize operational processes. Proficient in MS Office Suite, SQL Developer, Adobe Illustrator, and Excel, with a continuous drive for learning and improvement. KEY SKILLS

• Fast learner with excellent analytical skills.

• Team collaboration and leadership.

• Fluent in English and Spanish; proficient translator.

• Strong organizational and time management abilities.

• Proficient in MS Word, Excel, PowerPoint, SQL Developer, and Adobe Illustrator.

• Experienced in data analysis, metrics reporting, and workforce optimization.

• Adaptable, reliable, and self-motivated with exceptional decision-making skills. PROFESSIONAL EXPERIENCE

MedImpact – San Diego, CA

Workforce Management: TRE – Scripps Corporate Plaza Queue Coordinator Dec 2012 – Feb 2016

• Monitored and managed customer service queues to ensure timely and professional responses.

• Escalated operational issues to appropriate departments to ensure seamless corrections.

• Delivered excellent service by streamlining processes for quicker resolutions. Workforce Management: STP – Scripps Corporate Plaza Schedule Analyst Feb 2016 – 2020

• Collected and analyzed workforce metrics to identify trends and improve operational goals.

• Collaborated with departments to formulate and implement strategic workforce plans.

• Developed schedules to optimize resource allocation and maximize efficiency. HoneyTree Appliance Repair – Vista, CA

Schedule Analyst Team Lead Jul 2020 – Jun 2021

• Supervised a team of analysts, ensuring data accuracy and trend analysis.

• Reviewed and approved metrics reports before submission to higher management.

• Improved operational planning by identifying trends and recommending actionable strategies.

Customer Service Supervisor Jun 2021 – Present

• Manage a team of three customer service representatives, providing training and mentorship.

• Resolved complex customer issues, achieving a 95% resolution rate.

• Streamlined training programs, reducing average handle time from 5-7 minutes to under 2 minutes.

• Implemented quality assurance processes to improve overall customer satisfaction.

EDUCATION

Orange Glen High School – Escondido, CA 2009 – 2012 Academy of Art University – San Francisco, CA 2012 – 2013 Palomar College – Online 2014 – 2015

ADDITIONAL QUALIFICATIONS

• Dependable and committed to delivering high-quality results under tight deadlines.

• Adept at working in high-pressure environments with strong time management skills.

• Passionate about continuous learning and professional development. NOTES:

• Simplified and standardized job titles for clarity.

• Highlighted measurable achievements where possible.

• Refined language to focus on key contributions and transferable skills.

• Organized content for better readability.

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